I purchased a voucher through Living Social - placed my order on 11/28 and was sent a confirmation email the same day. I didn't hear another word from the company (who also goes by Horizon Worldwide and Photosphotos.com). There is no place on their site to track orders so I sent them an email on 12/9 and received no response back.
I called and surprisingly they answered the phone (previous reviews left me doubtful). I asked for order status and the CSR told me that it was shipping the next day. Then backtracked and told me it hadn't been printed yet. I asked to speak to a supervisor - she hung up on me. I called back and immediately got a CSR who told me that my original image was low resolution - this is the first I'm hearing about this 2 weeks later. She put me on the line with the graphic designer who told me that she sent me an email on 12/7. I never got it, and I checked my SPAM folder multiple times. We worked together over the phone to get a better image/proof sorted out within a half hour or so.
Then I insisted they expedite my shipping. She said sure, I'd have to pay for it. Absolutely not, I told her! She then said she got confirmation from her manager that they would expedite it and it would be shipped on Monday. When she emailed me confirmation on the proof I replied and asked for confirmation that my order was shipped (a tracking #). I received a generic reply back to email customer service - I did and received no answer back.
I called the following evening and got a tracking # and was told that it did go out that day as promised, but regular mail - not expedited like I was told it would. I asked to speak to a supervisor however he left for the day and would call the following day. I told her I would be calling him myself.
Instead SHE called me back the next day - the order hasn't shipped, she gave me the wrong tracking # and now it would be going out that day and I will have it in 2 days. She gave me a new tracking #. I asked to speak to the supervisor but he wasn't in and she told me 'to be honest he probably won't call you back.' WOW! I told her I wanted compensation - at this point with how mishandled this whole order was, I shouldn't have to pay for any shipping out of pocket. She said the upgrading shipping is compensation and no there's no one else above her who I could speak to at the moment. She then went on to say that she didn't need to call me back, but she did and that should be acceptable customer service for me.
I did recieve the canvas in the 2 days as I was finally promised and I would say the quality is decent. Nothing phenomenal - especially given the lousy customer service.
My advice to this company would be to make major strides improve your customer service. Make supervisors more accessible to relieve the minimal CS staff you have from having to mitigate escalated issues. Make your website more responsive and intuitive and have a more integrated follow-up process so orders such as mine do not fall through the cracks. Had I not been as aggressive as I was checking up on this order I am doubtful it would have ever been received in time for the holidays (it was a Christmas present). Additionally streamline your company identity. No less than 3 different company names were referenced (noted above) throughout this order. It reveals you as the half-baked business that your customer service confirms you really are.
I will NOT be ordering from ImageCanvas (or its affiliates) again. There are far more reliable companies out there who offer similar Daily Deal opportunities to the one I purchased. I will be reporting this issue to Living Social as well as any other outlet for reviews to warn people before making such a purchase.
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